Reception Supervisor

KEY RESPONSIBILIEIS 1.0 Customer Service 1.1 Allocate staff to reception desk and telephone duties, ensuring that the practice operates with a minimum of 1 Receptionist at the front desk and telephone desk at all times. 1.2 Ensure that the practice telephone service is manned effectively to minimize response times for patient calls. This will require organising reception staff to prioritise other work and ensuring that discretionary breaks or lunchtimes do not affect customer service. 1.3 Demonstrate good customer working practices by working on reception and the telephone desk as required.

1.4 Demonstrate excellent customer service standards by dealing with more complex enquires from patients. 1.5 Act as the first line of response for patient complaints that the reception team are unable to resolve themselves, seeking an immediate resolution where possible. 1.6 Document all verbal patient complaints reviewing these on a weekly basis with the Lead GP or Practice Manager in her absence. 2.0 Management Responsibilities 2.1 Demonstrate effective team leadership skills through working alongside the reception team on a daily basis.

2.2 To develop and implement practice standards of service, reception protocols and practice policies in liaison with the Practice Manager. 2.3 To oversee and monitor adherence to the above, providing additional training and staff support, if necessary. 2.4 Complete staff rotas for reception and additional duties. 2.5 Require staff to report back regularly regarding their additional tasks, ensuring that these roles and completed in a satisfactory manner, according to practice protocols and timescales.

2.6 Meet with the team for a regular 10 minute update on a weekly or bi-weekly basis to foster practice and team communication, team motivation and focus. 2.7 Hold hourly team meetings monthly to disseminate practice information, address practice and reception issues and foster team motivation and focus. 2.8 Carry out regular staff feedback and staff appraisals (staff appraisal should be carried out annually as a minimum and at shorter intervals for new starters, staff changing roles or staff with performance issues). 2.9 To meet weekly with the Practice Manager to discuss reception and practice issues, including appointment availability / booking, complaints, staffing concerns and progress against personal / practice objectives.

2.10 To provide staff feedback to the Partnership and Practice Manager to ensure an open and supportive work environment. 2.11 To oversee reception petty cash management in line with practice protocols. 2.12 To agree and oversee reception staff holidays and maintain leave and time in lieu records. 2.13 Ensure the confidentiality of patient information and medical records are maintained in accordance with practice policy.

This includes the security of patient notes within the medical records library or notes selected for GP / Clinician review. 2.14 To oversee the reception and waiting rooms areas ensuring that they are welcoming, clean and uncluttered, delegating staff to complete the tasks of tidying and cleaning as required. 3.0 Prescription Service Responsibilities 3.1 Act as the prescription clerk completing repeat prescribing requests in accordance with practice protocols. 3.2 To act as the point of contact for patient and reception prescription queries.

4.0 Practice Appointments 4.1 To complete appointment schedules for GPs ensuring that schedules are checked by a nominated member of the team. 4.2 To maintain records of GP leave, completing a monthly schedule of GP availability for Partners meeting. 4.3 To agree and book GP locum cover in line with agreed practice protocols. 4.4 To update the Practice Manager and Partners over operational issues concerning appointment availability, including shortfalls in service provision, cover for leave and spare capacity.

4.5 To provide appointment analysis data as requested by the Practice Manager. 4.6 To oversee the process for managing patient DNAs. 5.0 EMIS/IT 5.1 To act as lead for EMIS housekeeping overseeing the integrity of the clinical system. 5.2 To manage the process of clinical back up ensuring this is completed daily and system restoration processes are checked annually.

5.3 To maintain IT log system for all operational IT issues. 5.4 To train new staff in use of the clinical system, including locums. 5.5 To manage user access to EMIS, managing security access for users, registering new users and removing access for temporary staff and leavers. 6.0 Personal Development 6.1 To participate in yearly appraisal.

Behaving in a manner which is welcoming to the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights. Equal Opportunities The practice is committed to equal opportunities in employment.